Call routing

In order to have calls to your toll-free number forwarded to another number, you will need to set up call routing.

When logged in you will see a column on the left side of your screen. You can access your preferences by selecting the categories shown in this column. For call routing, you will need to select the “Numbers” option.

 

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From here, you can either click on the number for which you wish to edit your preferences or you can hover over the 3 dots on the right and select “Manage” from the options that appear.

 

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You will then need scroll down to the “Call Routing” category in order to enter your forwarding number.

 

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Within the “Call Routing” category you will be able to select the method of routing, add your forwarding number(s), select your Caller ID preference, and select the number of ring seconds. “Standard Forwarding” refers to having calls to your toll-free number routed to one number. “Simultaneous” transfers calls to multiple numbers at the same time. “Sequential” routes the call to the first number on a list and, if there is no answer, to the next and so forth. “Voicemail” sends the call directly to your voicemail. 

 

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For any of the 3 former options, you will need to add one or more forwarding numbers. 

 

Now, you will just need to type in the number you wish to have the calls transferred to. You can also set specific time ranges calls will forward to this number on the right.

 

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You can add additional numbers by clicking the "+ Add Next Number" box. 

 

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As seen above, you can change the caller ID toggle to your toll-free number (on the right) if you want your toll-free number to show up on your caller ID instead of the caller’s information. To the right of that is your ring second slider which is set to 20 seconds by default. Repeat this process for every number you want to add. 

 

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You can lengthen or shorten the ring seconds as you please but there are several things to consider. 

 

*Note: When adding more than one forwarding number under the "Standard" forwarding option, you must add a weight to each number (distribution ratio). In this case, weight is a numerical value to represent the number of calls you would like on forwarding number to receive in relation to another. For example, if you set the first forwarding number at 7 and the second at 3, the first forwarding number will receive 7 calls for every three the second forwarding number receives.

 

You also have the option to prevent forwarding number voicemails from engaging by clicking the "Prevent Voicemail From Answering Forwarded Calls" button, underneath the forwarding options. In this section, you can use the "Time To Accept Call In Seconds" slide-bar to set how long you have to accept the call on your receiving device{s). Under the slide-bar, there is a drop-down menu to select a recording to play, while calls are ringing. This is set to ring, by default. If you expand the drop-down, you will see a pre recorded music file to select. If you would prefer to add or create your own, You can select the "+" button to the right, and a box will appear in order for you to upload a file or record a message. 

 

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*Note, if you don’t intend on using 800.com’s voicemail service you will need to extend the call seconds in order to allow your provider’s voicemail system to engage. The call will disconnect at the end of the ring second limit if another service has not engaged.

 

Below the "Prevent Voicemail From Answering Forwarded Calls" section, there is an option to enable the voicemail service through 800.com. When you click this button, your voicemail settings will open. The top box will allow you to configure your business hours, so you can set a different voicemail greeting for when during and after business hours. You can select an existing greeting from the drop-down below, or you can create your own using the "+" button, to the right.

 

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